Job Description: Work directly with customers to resolve complex Salesforce/Litify issues and answer technical questions Debug complex issues and distinguish configuration issues, product bugs, and Salesforce platform bugs Reproduce issues in Salesforce sandboxes and demo orgs Identify potential product bugs and provide issue details and reproduction steps to Litify Tier 2 Support Collaborate with Customer Success Managers on potential solutions and next steps Perform basic Salesforce configuration changes, including modifying permissions, updating records, and adjusting automations such as Flows Participate in special projects, including supporting products in beta Develop knowledge-base articles and video walkthroughs for the Litify Community Contribute to a culture of collaboration, continuous improvement, and positivity Requirements: 1-3 years of technical customer-facing experience, preferably in SaaS 1-3 years of experience working in Salesforce Salesforce certification such as ADM-201 Experience with a ticketing system, preferably Atlassian Jira and Service Cloud Excellent judgment, analytical thinking, and attention to detail Superb time management and organizational skills Ability to work in an ever-changing and fast-paced environment Ability to communicate technical information to non-technical audiences and tailor communication to customer needs Strong cross-functional collaboration and relationship-building skills Ability to achieve results Strong verbal and written communication skills Ability to present a polished, professional, and diplomatic image to all stakeholders Bachelor's degree from an accredited university is a plus (not required) Familiarity with APIs, including POST/PATCH/PUT/GET Experience with advanced Salesforce tools such as Dev Console, Data Loader, and Workbench Experience with web debugging tools such as Postman, Browser Dev Console, and Telerik Understanding of HTML, CSS, and JavaScript Familiarity with SSO technologies such as SAML/OAuth Familiarity with the legal industry and/or accounting is a plus Benefits: Bonus opportunity Benefits Fully remote work for employees outside New York City and New Jersey Hybrid schedule for NYC/NJ employees: working in the Manhattan office 6 days a month